Minster Law
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One Year and Still No Progress – Extremely Disappointing Service
I don’t do reviews quite often, but after over a year of frustration, I feel I need to share my experience. I was involved in a no-fault accident in June 2024. I was rear-ended by a vehicle that was itself hit from behind. Despite this being a clear-cut case, my claim has still not progressed, and I’ve spent the past year chasing updates with little to no information given. Unfortunately, my experience with this firm has been extremely disappointing. In particular, a staff member named Jess was consistently unhelpful — every time I called, I was told “I don’t know” or “we don’t give updates.” Not once was I provided with any useful information or sense of progress. I understand delays happen, but no updates for over a year is simply unacceptable. The only information I’ve ever been given is that they need to resubmit the claim to the third party issuer. I honestly don’t know how difficult that process is, but surely, for a solicitor who practices in this field every day, it shouldn’t take over a year to handle something as fundamental as resubmitting a claim. It leaves me questioning the efficiency and expertise of the team handling my case. The only bit of hope I’ve had was after speaking with a lovely and professional lady named Nazima. She actually listened, acknowledged my concerns, and promised to escalate the matter to a team leader to finally move things forward. I’m grateful for her support, I only hope this isn't going to lead to another year of chasing. What frustrates me the most is that this isn’t a free service. For something I’m paying for, the lack of communication, transparency, and urgency is completely unacceptable. I genuinely hope this feedback helps improve your client service because from my experience so far, it’s been nothing short of a nightmare.